Service And Support; Opening A Support Ticket; Rma Returns - Spectra Logic T-Series Spectra T950 Release Note

S S
ERVICE AND
This section updates information in "Appendix B — Service and Support"
in the Spectra T950 Library User Guide.

Opening a Support Ticket

You can use AutoSupport to open a ticket, if you have AutoSupport
configured (see
Spectra T950 Library User Guide for detailed information about using
AutoSupport to open a support ticket.
If you need to open a ticket using telephone, email, or the Spectra Logic
web site, see the instructions below.
1. Note the problem, including what happened just before the failure
2. Gather the following information:
3. Contact SpectraGuard Technical Support (see

RMA Returns

Your Technical Support representative may ask you to return a problem
component to Spectra Logic for servicing. To return a library component
for service:
1. Obtain a Return Materials Authorization (RMA) number from you
2. Use the packaging from the replacement component to pack the
Severe damage can occur if a component is not packaged correctly in its original
Caution
box with the original packing materials. You may be invoiced if the returned
component is damaged due to incorrect shipping.
You can request replacement packaging material if original packaging has been
discarded. Ask your Spectra Logic Sales Representative for details (additional
charges may apply).
December 2008
UPPORT
Configuring AutoSupport on page
occurred.
Your Spectra Logic customer number
Company name, contact name, phone number, and email address
Library model and serial number
Type of host system being used
Type and version of operating system being used
Type and version of backup software being used
on page 4).
SpectraGuard Technical Support representative.
Spectra Logic needs this number to identify the part on its arrival.
component you are returning.
Opening a Support Ticket
147). Refer to the
Contacting Spectra Logic
Spectra T950 Library
181